Office Support Supervisor

Job Description

JOB SUMMARY:

SUMMARY

Join a dynamic and collaborative team where your leadership and administrative expertise will make a meaningful impact. The Office Support Lead plays a key role in overseeing daily operational support functions, ensuring seamless execution of administrative tasks, and fostering coordination across teams. Acting as a liaison between office support staff, leads, and management, this role promotes accountability, efficiency, and continuous improvement. Be a vital part of our customers’ journey by supporting all aspects of the post-sale experience in a family-like environment.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Reporting & Documentation

• Compile and review accounts receivable reports from COS; submit to Manager.
• Maintain and organize documentation in the HubSpot Manager Folder.
• Audit invoiced tickets for completion and accuracy (target: 99 tickets).

Operational Support

• Support Order Management and HubSpot workflows to ensure timely completion.
• Follow up on incomplete or delayed hubs with Leads and COS.
• Assist agents with escalated issues when initial support is insufficient.

Training & Development

• Facilitate onboarding and ongoing training of office support staff.
• Track agent performance statistics and provide constructive feedback.

Quality Assurance

• Conduct audits to ensure compliance and accuracy in documentation and processes.
• Promote best practices and drive continuous improvement across support functions.
• Follow up on incomplete or delayed hubs with Leads and COS.
• Assist agents with escalated issues when initial support is insufficient.

Training & Development

• Facilitate onboarding and ongoing training of office support staff.
• Track agent performance statistics and provide constructive feedback.

Other Duties as assigned

Qualifications

• Demonstrated experience in office support or administrative coordination.
• Strong organizational, communication, and problem-solving skills.
• Proficiency with Five9, HubSpot, and order management systems.
• Proven ability to lead and motivate teams in a fast-paced environment.

WHAT DO WE OFFER?

• $ Competitive Wages $
• Growth Opportunities - With our promote-from-within-first philosophy , our employees can grow with us as they develop their strengths, expand in their roles, and consider other promotional opportunities within the company!
• Excellent Benefits Package including Medical/Dental/Vision/Life/Disability/Flexible Spending Plan/Health Savings Account/Paid Time Off/Employee Assistance Program/Referral Bonus/Profit Sharing 401(k)Plan with Employer MATCH!
• Great Employee & Family Discounts on our beautiful furniture, mattresses, and accessories!

Furniture Mart USA is an Equal Opportunity Employer